Senior CRM Specialist in Melbourne

The Senior CRM Specialist plays a pivotal role driving customer lifecycle and marketing automation solutions across the business. In addition, this role will collaborate with a CRM project team to deliver a new CRM platform into the business. The full-time permanent position is offering A$100,000 base plus super. This role is hybrid working 3 days in the office and 2 days from home, with free onsite parking located in the building.

Reporting to the Head of Digital and Content, you will lead our CRM marketing efforts, from mapping end-to-end journeys and building automations to segmenting audiences and analysing results. You will be a key member of the team who understands multi-channel campaign delivery, audience segmentation and personalisation, and technical data integrations for the CRM.

In this role you will be responsible for:

• CRM Project Leader – With support from the Head of Digital and Content, collaborate with the CRM project team to build and launch a new CRM platform for marketing, CX and compliance.
• Customer Journeys – Lead the development of customer lifecycle activity using martech solutions to deliver onboarding, automated and personalised experiences across email and SMS channels.
• Data Workflows – Coordinate and maintain the data workflow process from sources to CRM so that the right data structure facilitates effective use of all new CRM features, such as segmentation, personalisation and lead scoring.
• 1:1 Communication – Lead and execute personalised 1:1 communications for campaigns and marketing initiatives, ensuring aligned messaging and direct communications best practice.
• Performance Analysis – Track performance across KPIs (opens, clicks, conversions, revenue) and set up dashboards for reporting. Adopt a test and learn mindset to optimise journeys and customer experiences.
• Content Creation – Work with the brand and campaign team to create content and deliver personalised campaigns and batch communications across owned channels.
• Customer Lifecycles – Plan, design and build customer strategies that factor in lifecycle stages of awareness, retention and advocacy.

Here's why you'll love working with us:

• Hybrid Work: Embrace a hybrid working model that offers flexibility, including the convenience of work-from-home during late shifts.
• High performance: Work within a culture where we stop to pause and celebrate our accomplishments while striving for what's next.
• Pawsitive Vibes: We're dog-friendly! Say hello to furry friends in the office.
• Incredible Team: Join a group of passionate professionals who are dedicated to making a positive difference.

About you:

• 3+ years of experience managing CRM platforms and marketing automation.
• Hands on experience with CRM and marketing automation platforms, such as Hubspot, Zoho, Braze, or Salesforce Marketing Cloud.
• Strong skills in email and SMS campaign creation including copy, design, templating, testing, and optimisation.
• Data-driven mindset with experience in segmentation, journey building, analytics and lifecycle marketing.
• Experience managing CRM implementation projects is desirable.